Retention Marketing Manager

Where A-Players Thrive.

We’re an employee-owned, vertically-integrated builder of some of America’s most popular health & wellness brands. With over 1,400 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $1 billion of revenue annually. Learn more about our brands.

We’re Looking For A: Retention Marketing Manager to be responsible for developing and executing customized strategies that help optimize customer experience, maximize lifetime value, and reduce customer churn. This role will grow backend profit by driving incremental sales from existing customers and ultimately unifying the customer retention strategy across our existing methods (email, continuity/subscription programs, in-shipment, SMS, MyAccount, inbound/outbound phone) and brands. This role will also be instrumental in identifying and testing new channels and opportunities that drive customer loyalty. Lastly, you will lean into data – gathering actionable insights in partnership with our analytics function – to hone your strategies, focusing on key metrics such as LTV, AOV, Churn, CVR, etc.

Location: Remote

What You’ll Be Doing:

• Create, execute, and continually optimize a data-informed testing plan to improve customer touch points, drive lifetime value, and maximize conversion rate. 
• Partner with data and analytics to identify leading drivers for retention to build and implement appropriate programs. 
• Forecast, measure, and report on results of retention efforts against identified metrics and opportunities for scale. 
• Assist in scaling successful retention tactics and winning tests across brands.
• Maximize customer account and subscription opt-ins through testing and optimizing websites, customer account dashboards and email flows. 
• Identify unique customer segments to message in partnership with the email and SMS team. Help drive segmentation strategy across brands. 
• Partner with cross-functional leaders to grow the company subscription membership  program, drive LTV, and reduce churns/cancels. 
• Collaborate with the creative team to develop a deep understanding of what resonates with  customers and optimize content/messaging accordingly. 
• Deeply understand the customer, their needs, wants, demands, and desires.

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Analytical, quantitative and qualitative skills including a strong understanding of online marketing, with experience in rigorous performance data environments and desire to test and learn. 
• Successfully tested into and launched retention efforts at scale.  
• Both 'direct response' and branded campaign experience and have driven meaningful results.
• Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment. 
• Content strategy experience managing large teams across digital, email, phone and in-box marketing. 
• Strong management, leadership, influencing and communication skills: listen, mentor, inspire, motivate and teach by example.
• Ability to manage multiple moving pieces, productively work through conflict, with creative problem-solving, time management, organizational, prioritization and decision-making skills. 
• Thoughtful and self-reflective, willingness to learn. Team-player, hard-working, and resourceful. 
• Demonstrated success in back-end marketing, with the ability to be self-directed, and intrinsically motivated. 
• Extremely detail oriented and able to take initiative to get questions answered.
• 5 years of online marketing experience heavily focused on customer retention, ideally in an e-commerce digital first brand in a fast growth environment and at scale. 
• 3 years of CRM, subscription or loyalty program experience. 
• Expertise in quantitative and qualitative customer research, analytical tools and platforms. 
• Significant experience with A/B testing.
• 2 years within one company focusing on the customer journey. 
• 1 year driving product or service subscriptions while minimizing refunds/cancellations.
• Bachelor’s degree in marketing or related field.

Golden Perks & Benefits: 

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Through our charity sponsorships, you can make